Features of the Scheduling Console

Enhanced Live Updates

The enhanced live updates push mechanism keeps the Scheduling Console consistently live and up-to-date. This validates real-time accuracy, reduces unnecessary refreshes, and ensures stable performance during high-volume operations. This feature is enabled by default.

Scheduling Console Header

The Scheduling Console header is where you can select a scheduling policy, create resource absences, optimize your schedule, open the Activity Tracker, show the map, and define the Gantt and appointment list settings.

In the header, you can:

• Open the Gantt and appointment list settings (1).
• Open the map (2).
• Open the Activity Tracker (3).
• Create a resource absence (4).
• Select a scheduling policy (5).
• Optimize your schedule (6).

Service Territory Settings in the Gantt

From Settings, you can select the service territories to show their scheduling information on the Gantt.

• Under Settings, select Service Territories (1).
• Search for service territories (2).
• Select some or all service territories (3).

Gantt View Options

From Settings, you can filter out non-working hours, and select the Gantt view options.

• Under Settings, select Gantt and Appointment List (1).
• Under Gantt, select the Gantt display times (2).
• Select whether to show week numbers and weekends on the Gantt (3).
• Select the first day of the week that shows on the Gantt (4).

Appointment List Settings

From Settings, you can detach the service appointment list from the Gantt's date range and the Gantt's loaded service territories.

• Under Settings, select Gantt and Appointment List and then select Appointment List (1).
• Select whether to match the appointments shown in the service appointments list with the service territories shown on the Gantt (2). This setting is selected by default.

  When deselected, the service appointment list is detached from the Gantt. Dispatchers are shown any service appointment that meets the list criteria and is within their viewing permissions, including appointments without an assigned service territory. In terms of live updates, only appointments that match the Gantt's service territories are updated dynamically.

• Select whether to match the appointments shown in the service appointments list with the date range shown on the Gantt (3). This setting is selected by default.

  When selected, the service appointment list shows appointments that are either currently scheduled on the Gantt or can be scheduled on the Gantt within the visible date range. In other words, these appointments fall within the Early Start and Due Date (or arrival window) fields.

  When deselected, all appointments that meet the service appointment list criteria and are linked to the Gantt's service territories are shown, regardless of their time frame. In terms of live updates, the default date range for Gantt updates is set to 7 days before and 30 days after the current date.

Resource Absences

Create resource absences on the Gantt for service resources to indicate when a resource is unavailable to work.

To help dispatchers maintain focus, admins can customize the fields shown in the Create Resource Absence side panel from the Resource Absence page layout in Setup.

• Under Create, select Resource Absence (1).
• Enter the service resource name, the absence date range, a description, and absence type (2).

Gantt Configuration

The Gantt contains the resource list on the left and the schedule view on the right. When you open the map, it appears on the right side of the Gantt.

From the Gantt header, you can adjust the Gantt resolution, jump to a specific date, or go back to the current date. You can also search, sort, and filter the service resources shown on the Gantt.

• Select the Gantt resolution (1). The resolution is set to 1 day by default, but you can adjust it to up to 1 week.
• Use the search bar to search for service resources (2). You can only search by resource name. Use a comma to search for multiple service resources.
• Sort the service resources list by resource name, resource type, or resource utilization (3).
• Filter the service resources list by resource type or skills (4).

Note Background colors applied to shifts are shown on the Gantt to help dispatchers distinguish between different shift types.

Advanced Filtering

Advanced filtering options help dispatchers focus their view on the most relevant service resources. They can filter by skills or resource type to reduce visual noise and narrow the schedule to exactly what they need.

Filter the Gantt’s service resource list by resource type (1), and select a resource type (2).

Filter the Gantt’s service resources list by skills (1), and enter one or more skills in the Value field (2).

Service Resource Utilization

See how busy each service resource is at a glance with real-time utilization percentages displayed directly on service resource tiles. When a customer requires immediate service or a schedule is disrupted, dispatchers can quickly identify who is available, balance workloads, and maintain service quality. The utilization percentage updates automatically as appointments are scheduled, rescheduled, or canceled.

Service resource utilization is the percentage of a resource's available working hours that are scheduled for work or travel. It's calculated as follows:

Resource Utilization % = (Scheduled Work Time + Scheduled Travel Time) ÷ (Working Hours − Absence Hours)

To see how a resource's time is distributed, hover over or click the utilization percentage on the resource tile within the service resource list. A breakdown popover appears showing time allocated to work, travel, absence, and availability (1).

The utilization breakdown reflects the currently selected Gantt resolution. You can adjust the resolution to see a resource's utilization for a different date range.

Service Territory Utilization

View the aggregate utilization for each service territory at a glance to strategically manage your workforce. Dispatchers can identify regional imbalances, compare territory workloads, and make informed decisions about service resource allocation and cross-territory support.

The utilization percentage updates automatically as appointments are scheduled, rescheduled, or canceled for any resource within the service territory. Each territory is listed with its aggregate utilization percentage.

Service territory utilization is the percentage of total scheduled time for all service resources in a service territory relative to their total available working hours. It's calculated as follows:

Territory Utilization % = (Sum of All Scheduled Work Time + Sum of All Scheduled Travel Time) ÷ (Sum of All Working Hours − Sum of All Absence Hours)

To see how time is distributed across a service territory, hover over or click the utilization percentage located next to the service territory name within the service resource list. A breakdown popover appears showing the aggregate totals for work, travel, absence, and availability (1).

The utilization breakdown reflects the currently selected Gantt resolution. You can adjust the resolution to see service territory utilization for a different date range.

Service Appointment Side Panel

The Service Appointment side panel lets you view and edit service appointment details directly from the Scheduling Console, while staying within the context of the Gantt and appointment list.

Opening the Side Panel

You can open the Service Appointment side panel in several ways.

• In the Service Appointment popover—accessible from the Gantt, appointment list, or map—click the side panel icon (1).
• Review the service appointment details (2).

To open the side panel, you can also double-click a service appointment tile on the Gantt or a service appointment marker on the map.

The side panel organizes service appointment information across tabs. By default, the panel opens on the Details tab.

Note Additional tabs may be available based on your org's configuration. The Service Appointment Lifecycle tab appears in the side panel only if Service Appointment Lifecycle was enabled before using the Scheduling Console for the first time. If it wasn't, ask your admin to add the tab manually in the Service Appointment Side Panel Lightning page. See Set Up the Scheduling Console.

While the side panel is open, you can switch to a different service appointment by double-clicking another appointment tile on the Gantt. The panel refreshes to show the newly selected appointment's details.

Editing from the Side Panel

You can edit fields directly from the side panel by clicking the pencil icon next to any editable field, or double-clicking the field itself.

You can also open the side panel directly in editing mode by clicking Edit in the Service Appointment popover, or by selecting a service appointment on the Gantt or appointment list and clicking Edit in the action bar.

From the Details tab, you can edit service appointment fields. From the Parent Record tab, you can edit the parent record fields. In the Related tab, you can create, edit, and delete related list records.

In editing mode, double-clicking another service appointment tile on the Gantt exits editing mode and loads the new appointment in the panel.